I feel like commiting a murder!!

REM · 16-02-2007, 20:16

After 4 days of owning a shiny new V+ box I still have no channels (Well I have about 6).

Apparently my box is not registered with them. My first "standard" Samsung box seems to confuse everyone I speak to.

Today I have been on the phone for over an hour and a half.

1) Got through to India. Helpful chap, but it wasn't his department. He puts me through to CS.

2) Got a nice Scottish lass. Took my details. "Sorry you are on the Harmony billing system. I'll have to transfer you".

3) Got a Male Scott this time. "Sorry if it's a V+ box that is a different department,"

4) Back to India. I cant remember what he said (I'd eaten my own ears by this point) but transferred me again.

5) Went through spoken menu and ended up back in India. "Sorry this is faults. you need to speak to the TVdrive department" I got a free lecture about the engineers not setting installing it correctly. Phone goes dead, then the dreaded music again

6) After 4 minutes I got back to the same spoken menu.

7) Back to faults in India. Took my details and checked my account. Got the nice music again while I wait. "You need to speak to my colleague in the TV drive department" Music again. Told me there would be a 10 minute wait, or I could hang up and start again in half an hour when the queue would have magically gone and I'd get straight though. Forgot to mention I have music again now. I wonder if they will release it as a single. He confirmed that the next transfer would be the one that can help me. Starting to get sick of this music now.

8) Got through to "Billing" in Glasgow. Really nice girl. She confirmed that my account is only showing my original relocated silver Samsung box but no V+. She is checking with install department. Obligatory music while waiting. She came back and told me the install department closed at 7pm (an hour ago). I had been on the phone since 6:30pm. I didn't get angry as she was being very helpful and polite. She took my box and card numbers and said she'd email them to the
install dept marked urgent and hopefully when they open at 9am tomorrow (Sat) they should enter it onto the system. She offered me a ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£15 credit for the inconvenience.

I have an engineer coming tomorrow (sic) to sort out the cable modem. If the TV is not on my then I shall insist he sorts it. I know he will say it's not his department but I shall lock him in until he does. Either that or he can take the whole lot away with him. He won't need to carry anything as I'll insert it somewhere handy for him.

ARRRRGGGGHHHH and I thought Sky CS was hell.

What I really love is the recorded message saying "We record all our calls to make sure we are always offering you the best possible service." I can image Watchdog doing a 3 hour special on Virgin in the coming weeks.

Downloads · 16-02-2007, 20:20

Quote:

Originally Posted by REM

[Admin Edit(Mick): Objectionable and Threatening comment Removed by OP.]

I can understand your frustrations and i hope they will be short lived.

I wonder if you wouldn't mind deleting 2 lines though.

**Hugh** · 16-02-2007, 20:22

And it is, after all, only TV channels and Broadband - not life or death.

REM · 16-02-2007, 21:12

Quote:

Originally Posted by Downloads

I can understand your frustrations and i hope they will be short lived.

I wonder if you wouldn't mind deleting 2 lines though.

Yeah, sorry about that. I only just got off the phone and felt fired up.

I wasn't angry at the people so much as being passed back and forward to the same departments.

CycoSymz · 16-02-2007, 21:16

With the title of the thread, i thought you knew my ex-girlfriend

Downloads · 16-02-2007, 21:17

From my own experience in dealing with the engineers, they know the broadband and TV so hopefully you should get some joy if you ask him.

REM · 16-02-2007, 21:21

Quote:

Originally Posted by Flange

With the title of the thread, i thought you knew my ex-girlfriend

I love your name. It's not at all inappropriate for a family forum like my first one was

REM · 17-02-2007, 14:18

Quote:

Originally Posted by Downloads

From my own experience in dealing with the engineers, they know the broadband and TV so hopefully you should get some joy if you ask him.

While he was waiting for the modem to activate I asked him to take a look at the V+. he was very helpful and didn't seem in a rush to leave.

He contacted someone by phone and apparently there is nothing they can do until Monday, but it's been given priority and all billing from the date of install has been cancelled until it's sorted out.

Rapid Dr3am · 17-02-2007, 14:26

Shame you didn't get me, I'd have added the equipment myself. Takes about 30 seconds.

REM · 17-02-2007, 16:21

Quote:

Originally Posted by Rapid Dr3am

Shame you didn't get me, I'd have added the equipment myself. Takes about 30 seconds.

Why don't all the Virgin staff have the same knowledge. What's your mobile number in case I get any other problems

cabeltelman · 17-02-2007, 18:20

know how you feel as a service engineer with ntl/virgin media i have to deal with customers like yourself every day. expect problems with your v+ box when its set up,all theses boxes have a software problem and theres no fix time been given

Graham M · 17-02-2007, 18:40

Quote:

Originally Posted by REM

I love your name. It's not at all inappropriate for a family forum like my first one was

http://en.wikipedia.org/wiki/Flange

nopcode · 17-02-2007, 19:06

Gah I'm booked for V+ install on Tuesday morning, I hope I don't suffer the same pains as you.

Hope it gets resolved soon mate.

On a side note Zeph, I didnt know there were so many types of Flange. Essex Flange sounds particularly interesting.

CycoSymz · 17-02-2007, 20:18

Quote:

Originally Posted by REM

I love your name. It's not at all inappropriate for a family forum like my first one was

The name Flange was originally chosen many years ago when i worked with flanges in my engineering job.

twiggy · 18-02-2007, 00:24

Sounds like the prob i had the other week, turned out, that the smartcard was registered to my OLD samsung box from my previous address, the engineer came out, cos i told them at cs that i was tempted to throw the box through the window as i too had been passed from pillar to post for a week! Engineer came out, did this and that, and within half an hour all my channels were on. Something cs/faults could've done over the phone from what the engineer said.